Hitachi is hiring a
Technical Operations Lead

Summary

Join Hitachi Vantara as a Technical Operations Manager and be part of a diverse, global team making a real-world impact with data. As a key member of the delivery function, you will support day-to-day operations, review and deliver managed services engagement, and recommend process improvements.

Requirements

• Industry Knowledge: Knowledge of industry best practices in IT operations and process improvement
• Soft Skills: Strong organizational skills, attention to detail, and the ability to manage multiple priorities in a fast-paced environment
• Innovation: A proactive approach to identifying opportunities for innovation and improvement
• ITIL Foundation Certificate (minimum), ITIL V.3 Foundation
• ITIL Operational Support Analysis (preferred)
• Minimum 5 years of experience leading or working on a Major Incident/Incident Management team
• Knowledge in Incident, Change, and Problem Management
• Experience with ITSM Tools, preferably ServiceNow
• Strong prioritization, coordination, negotiation, and influencing skills while demonstrating empathy to ensure process adherence
• Ability to control or lead conversations with various support groups
• Excellent verbal and written communication capabilities with the ability to interact and influence at all levels of the organization
• Strong cross technical background with proven troubleshooting skills

Responsibilities

• Help in managing Hitachi’s managed service activities and deliverables of assigned customer(s)
• Identify and scope opportunities to improve current programs
• Monthly Status Reports and trend analysis
• Support the development of content for internal communications and communicate relevant information to the organization as required
• Help coordinate an ever-changing variety of internal initiatives and projects
• Collect and evaluate success criteria and performance metrics
• Process Improvement: Identify, design, and implement process improvements to enhance IT operations, reduce inefficiencies, and drive productivity
• Stakeholder Engagement: Collaborate with IT leadership, business units, and key stakeholders to understand needs, gather requirements, and deliver solutions that support business objectives
• Performance Metrics: Develop and track performance metrics to measure the effectiveness of the current programs
• Training and Development: Create and deliver training programs to enhance the skills and capabilities of the team in areas of operational excellence and change management
• Best Practices: Identify and promote industry best practices and standards within the delivery function to ensure high-quality service delivery
• Continuous Improvement: Foster a culture of continuous improvement by encouraging innovation, feedback, and collaboration within the IT department. Maintain a Continuous improvement tracker and drive continuous improvement of all delivery teams
• Develop/maintain system implementation documents, knowledgebase, service reports and operational procedures
• Identification of risks and development of mitigation or avoidance plans
• Provide Service Management reporting information to Hitachi leadership and Customer as defined
• Participate in regular customer service review meetings whether local or as part of Governance Schedule
• Drive automation initiatives and oversee the development and implementation